Device Support Technician

Sharetec•Fort Wayne, IN

11d•$50,000 - $55,000•Hybrid

About The Position

Sharetec is looking for a Device Support Technician – T1 to join our team! At Sharetec, we believe in a people-first business. Our mission is to make millions of people's lives easier by developing innovative core banking and lending software solutions for credit unions and their members. Our customers rely on us for powerful financial technology, and they count on us to be a caring, trusted partner in their success. As a Device Support Technician – Tier 1, you'll provide front-line support to our credit union customers, troubleshooting hardware issues as they relate to the Sharetec system and delivering best-in-class customer service. You'll speak directly with customers while working closely with internal teams across the Sharetec platform to resolve the obstacles credit unions face day to day. This role goes far beyond password resets. You'll learn and use Linux commands, work with scripting, and resolve system-down issues — building a deep understanding of the customer experience along the way. Client-specific knowledge is built through structured, step-by-step training, along with supportive coaching from peers and management.

Requirements

Previous experience in a similar technical support role
Basic command-line skills in Linux
A self-motivated, quick-learning mindset — comfortable working independently and learning hands-on
Ability to travel domestically when required, including the ability to fly and rent a car

Nice To Haves

2+ years in a NOC, help desk, or IT server administration role
Experience troubleshooting RHEL/CentOS/Ubuntu Linux servers
Experience with Windows Active Directory
Experience troubleshooting network issues (routes, VPNs, tunnels) and using remote desktop with peripheral pass-through
Experience with virtualization platforms (specifically ESXi and VMware)
Scripting experience (Bash or PowerShell) and familiarity with automation tools such as Ansible
Associate's degree or higher in Computer Science or Information Systems, or equivalent work experience
Industry certifications such as A+ or Net+ are a plus, but not required

Responsibilities

Field incoming phone and email inquiries regarding network, computer, and server-based software and hardware issues, working cases through our CRM system
Troubleshoot by researching the source of the issue — reading technical documentation, conferring with peers, and running system diagnostics
Provide remote assistance for installation and configuration of operating systems, software, peripheral devices, and cabling
Provide technical support for Windows and Linux operating systems, and modify Windows and Linux servers in a virtual environment
Troubleshoot network-level communication issues, including WAN and LAN connectivity
Support daily backups and modify custom Bash scripts for automated file transfers to third-party vendors
Create, copy, disable, or reset user accounts via Windows Active Directory and local Windows/Linux accounts
Maintain detailed case notes, and keep customers updated with timely, thorough communication through resolution
Participate in the after-hours on-call rotation once training is complete
Help create checklists, self-help sheets, FAQs, and training material to support teammates and end users